we`re here to help

we’re here to help
WELCOME
1
CONTACTING TDS METROCOM
2
YOUR BILL & BILLING OPTIONS
3
UNDERSTANDING THE ACRONYMS
4
CALLING FEATURES
5-16
3-Way Conference Calling
5
Call Forward
6
Remote Access Call Forwarding
7
Call Forward No Answer
8
Call Forward Busy
8
Caller ID
9
Caller ID on Call Waiting
9
Per-Call Block for Caller ID
10
Call Waiting
11
Call Trace
12
Automatic Call Back
13
Distinctive Ringing
14
Speed Call 8 or 30
15
ANSWERBOX VOICE MAIL
17-22
Customer Care 1.877.208.5111
CONTENTS
TABLE OF CONTENTS
Welcome to TDS Metrocom. Get ready to enjoy superior call
quality provided by our fiber optic network, along with competitive
pricing and unparalleled customer service.
TDS Metrocom offers a wide variety of products and services,
each backed by our dedication to provide our customers with
services designed to meet their needs.
Local Phone Service
High-Speed Internet Service
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business lines and trunks
DID/DOD Trunks
ISDN BRI
ISDN PRI
Centrex
business bundles
Dial-up
DSL (384k - 1.5 Mbps)
XData (384k - 768k)
DS1 to DS3 Services
Web Hosting
Data Services
Voice Services
• access DS1 to DS3
volume local calling plans • point-to-point DS1 to DS3
• Muxed DS3
long distance service
calling cards
Calling Features
toll-free service
• 3-Way Conference
account codes
• Call Forwarding
Enhanced Features
• Caller ID
• Voice Mail
• Call Transfer
• auto attendant
• Distinctive Ringing
• bulletin boards
• Hunting
• fax back service
• others
• info mail boxes
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If any services or features in this guide interest
you, or if you just have a question, feel free to
contact us anytime.
CONTACTING TDS METROCOM
During the Installation Process
Your local account coordinator is there to help you through your
installation of services. They will be your point of contact for the
coordination of your conversion and on-site during the installation
if required. Your local sales representative will provide you with
the name and telephone number of this person and his/her manager.
Once you have TDS Metrocom service
After you are on our service, if you need help with your billing
questions, feature questions or changes, adding or disconnecting
of services/lines or if you are moving to a new location, you
can call the following phone numbers:
Small Business Team (1-5 phone lines)
1.866.206.0596
Local Account Coordinator (6 + phone lines) Local phone number provided
Business Repair
Business Repair is available 6a.m.-Midnight (CST), seven days
a week, 365 days a year to help with any repair issues.
Business Repair
1.877.483.7142
Internet Help Desk (DSL, XData, Dedicated DS1 & DS3)
The Internet Help Desk is available 24 hours per day, seven days
a week, 365 days a year to help with issues related to business
Internet products (DSL, XData and Dedicated Internet DS1-DS3):
• cannot connect to the Internet
• need help configuring your e-mail on your computer
• cannot send or receive e-mail
Business Internet Help Desk (priority support) 1.888.850.5915
Customer Care 1.877.208.5111
2
CONTACTS
Work directly with a business account specialist to get the kind
of service you deserve. The following information will help direct
you to the best person to answer your needs.
YOUR BILL & BILLING OPTIONS
keep it simple
TDS Metrocom bills each customer one month in advance of
actual service. If your service starts in the middle of a billing
cycle, your first bill will have both the partial and first full month
of service on it.
Your bill’s due date and the payment remittance address will be
printed on your bill. If, for any reason, you are unable to pay
your bill on time, please call our Financial Services Team at
1.800.696.0889 (Monday - Friday 8a.m.-5p.m. CST) to
arrange a temporary, alternative payment schedule.
Voice services do not include applicable FCC/End User Charges,
911, Local, State and Federal taxes, nor do they include charges
for the Universal Service Fund (USF) or Local Number Portability.
Pay your bill the “old-fashioned” way, or choose TDS ePay our
convenient alternative.
TDS
With TDS ePay, you can view, sort, print and pay your bills
online–it’s easy and secure. Payment options include: credit card
payment, and checking or savings account withdrawal.
Plus, you choose your payment schedule:
Automatic Payment Option
• schedule your bills to be paid the same time every month
• set a maximum amount that can be applied to your account
we’ll notify you if your bill exceeds your set maximum
Manual Payment Option
• simply log on and pay your bill as it becomes available
3
PHONE CHARGES
understanding the acronyms
We understand that phone bills can be complicated to read.
Keeping things clean, simple and being up front about the
charges are a few of our main goals. Below are the basic
regulated charges that all local service providers must include
on your service. Use this quick-list to help you understand the
purpose behind some of the strange names.
EUCL Charge– (End User Common Line) A charge assessed by your
local phone company to help recover the cost of supplying telephone
lines. The FCC (Federal Communications Commission) regulates the
charge by enforcing a price cap. This FCC regulated charge varies
according to account type– business or residential, single or multi-line.
TAP Charge– (Telephone Assistance Plan) A state charge regulated
by the Public Utilities Commission to help fund Relay Systems and
equipment for the hearing and speech impaired.
LNP Charge– (Local Number Portability) This FCC regulated charge
allows you to retain your existing telephone number when switching
from one local service provider to another.
FUSF Charge– (Federal Universal Service Fund) Includes 4 programs:
1. Low Income: provides telephone service discounts to consumers
with qualifying low income.
2. High Cost: provides financial support to companies that provide
telecommunications services in areas of America where the cost
of providing that service is high.
3. Schools & Libraries: helps the nation’s classrooms and libraries
receive access to the vast array of educational resources
available via the telecommunications network.
4. Rural Health Care: helps link health care providers located
in rural areas to urban medical centers in an effort to provide
patients access to equally advanced diagnostic and other
medical services.
Customer Care 1.877.208.5111
4
BILLING
911 Charge– A mandatory state charge used to operate and
maintain the 911 emergency system.
CALLING FEATURES
3-Way Conference Calling
Get business done quickly with the ability to get multiple parties
on one phone call. Make decisions on the spot with everyone
on the call.
to use 3-Way Conference Calling:
1. while connected to your first call, press the switchhook or
flash button and listen for three beeps and a steady tone
(your present call will be placed on hold)
2. dial the third party’s telephone number. When the third party
answers, press the switchhook or flash button once to establish
the three-way call
please note:
• You may privately converse with the third party as long as you
wish before using the switchhook to establish a three-way call.
• After a three-way call is established, you may press the switchhook to drop the third party at any time.
• If, when trying to connect to the third party, the line is busy or
there is no answer, press the switchhook twice to reconnect to
the first call.
5
Call Forwarding
Never miss an important call again. Forward your business calls
to a number at any location.
to use Call Forwarding:
1. press
and listen for a steady tone
2. dial the telephone number to which you want calls forwarded
(be sure to include a 1 + area code if necessary)
3. wait for a ring and an answer, then hang up
– if the line is not answered or busy, repeat steps 1 and 2
– listen for three beeps and hang up
– the feature is automatically activated after two attempts
made within two minutes
to cancel Call Forwarding:
and listen for the confirmation tone
please note:
• Calls forwarded to a long distance number will have those
charges billed to your account.
• This version of Call Forwarding must be programmed at the
phone from which calls will be forwarded.
• When using this or any other version of Call Forwarding,
you must connect to the forward-to number or repeat the
above procedure.
Customer Care 1.877.208.5111
6
FEATURES
1. press
CALLING FEATURES
Remote Access Call Forwarding
Activate or deactivate the Call Forwarding feature from any
touch-tone phone.
to use Remote Access Call Forwarding:
1. dial the access number: 1.888.345.8672 and listen for
the recording
2. enter the telephone number of the phone you would like calls
forwarded from and your assigned PIN
3. after the tone, press
4. dial the telephone number to which you want the calls to be
forwarded, you will hear three beeps signaling that it has
been forwarded, then hang up
to cancel Remote Access Call Forwarding:
1. dial the access number: 1.888.345.8672 and listen for
the recording
2. enter the telephone number of the phone from which calls
are being forwarded and your PIN
3. after the tone, press
confirmation tone
7
and listen for the
Call Forward No Answer
Do not let your calls go unanswered. With Call Forward No
Answer your calls will be forwarded to another number when
you can not get the call.
to use Call Forward No Answer:
1. press
and listen for a dial tone
2. dial the telephone number to which you want calls forwarded
3. wait for a ring and an answer, then hang up
to cancel Call No Answer:
1. press
and listen for the confirmation tone
Call Forward Busy
This feature automatically forwards your calls to another number
when your line is busy.
1. press
and listen for a dial tone
2. dial the telephone number to which you want calls forwarded
3. wait for a ring and an answer, then hang up
to cancel Call Forward Busy:
1. press
and listen for confirmation
Customer Care 1.877.208.5111
8
FEATURES
to use Call Forward Busy:
CALLING FEATURES
Caller ID
This feature allows you to see the number of the person that is
calling. Caller ID Name and Number allows you to see both the
number and the name of the party trying to reach you.
use Caller ID to:
•
•
•
•
see who is calling before you answer the phone
greet callers by name
have important information ready before you answer the call
store the number (and names with Caller ID Name and Number)
of calls you’ve missed, and return them at your convenience
please note:
• This, and all Caller ID services require a special phone or
special plug-in unit (sold separately).
• Wait for the start of the second full ring to view Caller
ID information.
Caller ID on Call Waiting
use this advanced version of Caller ID to experience these added benefits:
• determine who is calling while you’re on another call
• avoid interrupting important or long distance calls, save money
• return calls after you finish your current conversation
please note:
• The person on the original call will not hear the Call Waiting
beep or the tone associated with the download of Caller ID data.
• If you already have a call waiting or on hold, the calling party
will hear a busy signal and you will not hear any notification.
• You may override Caller ID on Call Waiting on a per-call basis
by performing the Cancel Call Waiting procedure (refer to
page 11). Incoming calls will hear a busy signal or be
transferred to your Voice Mail if you have this service.
No calling information will be displayed.
9
Per-Call Block for Caller ID
Prevent your caller information from being displayed on a
per-call basis.
to use Per-Call Block:
1. press
to cancel Per-Call Block:
1. press
FEATURES
please note:
• You must activate this feature before each call on which you
would like the information blocked.
• Permanent Call Block is available for some professionals and
government workers with proper documentation.
• Permanent Call Block can be disabled on a per-call basis,
allowing your name and number to be viewed by
pressing
.
Customer Care 1.877.208.5111
10
CALLING FEATURES
Call Waiting
Answer another call while you’re on the phone. Call Waiting
alerts you with a beep to another incoming call. You can put
the original call on hold while you answer the second call.
to answer a Call Waiting call (represented by a beep or tone):
1. if you hear a tone, press the switchhook, call waiting or
flash button
2. the original call will be placed on hold until you repeat this step
to cancel Call Waiting before making a call:
1. press
and listen for three beeps and a steady tone
2. dial the desired telephone number
11
Call Trace
Call Trace is a feature that is automatically enabled on your line.
Take action against an obscene, threatening or harassing call
by having it traced. This feature records the caller’s telephone
number and other information. TDS Metrocom will provide the
call record to your local police authority if you request legal
action be taken.
to use Call Trace:
1. hang up after receiving the annoying call
2. lift the receiver and listen for a dial tone
and listen for the confirmation tone
please note:
• After requesting a call trace, you must also contact TDS
Metrocom at 1.877.208.5112 to have the record released to
your local police authority.
• The law prevents the record from being released to anyone
but the authorities.
• Call Trace must be activated immediately after saving the call
to avoid lost information.
• If a Call Waiting tone is received during the call, a trace will,
unfortunately, be performed on that number instead.
Customer Care 1.877.208.5111
12
FEATURES
3. press
CALLING FEATURES
Automatic Call Back
This feature remembers the number of the last incoming call
and will automatically redial it for you.
to use Automatic Call Back:
1. press
2. listen for the number that last called you to be announced
3. press
to return the call
4. if the line is busy, hang up– you will hear a short-short-long
ring when the line is free
5. your call will be automatically placed when you pick up
the handset
to cancel Automatic Call Back:
1. press
and listen for confirmation
please note:
• Although there is no time limit on returning a call, it only works
on the last incoming call.
• If you try to return a number outside of the call return area,
a recording will indicate that the call cannot be completed.
• Automatic Call Back works on unanswered calls that are
heard on Call Waiting.
13
Distinctive Ringing
This feature allows you to identify important incoming calls
with a distinctive ring. Simply program the numbers you
would like to have ring differently.
to use Distinctive Ring:
1. press
FEATURES
2. listen to the prompts to guide you through programming
Distinctive Ringing
repeat the instructions for the Distinctive Ringing feature
review the Distinctive Ringing list
turn Distinctive Ringing ON or OFF
add a number to the list
(and then enter the number)
delete a number from the list
(and then enter the number)
delete all of the numbers on the list
delete private numbers from the list
add the last incoming number to the list
3. hang up after making your selections
my Distinctive Ring numbers:
1.
6.
2.
7.
3.
8.
4.
9.
5.
10.
Customer Care 1.877.208.5111
14
CALLING FEATURES
Speed Call 8 or 30
Assign a one or two-digit code to frequently used numbers.
Save time dialing by programming emergency and long
distance numbers.
to set up Speed Calling numbers:
1. for Speed Call 8, 1-digit dialing (codes 2-9), press
for Speed Call 30, 2-digit dialing (codes 20-49), press
2. listen for a tone, then a steady dial tone
3. enter the Speed Calling code
4. enter the desired number to assign to that code
5. press
and listen for the confirmation tone
to use Speed Calling:
1. dial the desired Speed Calling code
2. press
to change your Speed Calling entries:
1. repeat the first five steps
my Speed Call 30 numbers:
15
FEATURES
my Speed Call 30 numbers:
Customer Care 1.877.208.5111
16
ANSWERBOX VOICE MAIL
When you’re away from your phone, Voice Mail allows you to
continue to greet callers in your own voice and gives them the
opportunity to leave you a message. Retrieve your messages
from any phone and stay on top of your calls.
new user tutorial
The first time you log in, a tutorial will help you set up your mailbox. You will be prompted to enter a new security code, record
your personal greeting and record your name response.
•
Your temporary security code is: 9999.
•
If you do not complete the tutorial, it will replay the
next time you access your mailbox and you will not
be able to retrieve messages
•
Follow the prompts they guide you through your setup.
17
accessing your mail box
You can access your voice mail from your office phone or
from a remote phone. Below is a summary of your access
options:
from your office phone:
option 1
1. dial your local voice mail access number
(see list on page 19)
2. at the prompt, enter your security code
option 2
1. dial your “mailbox number” (your phone number)
2. when you hear your greeting, press
3. at the prompt, enter your security code
from a remote phone:
option 1
1. dial your office phone number
2. when you hear your greeting, press
3. at the prompt, enter your security code
option 2
1. dial your voice mail access number* (see page 19)
2. when prompted, enter your “mailbox number”
(your phone number including area code)
3. when you hear your greeting, press
VOICE MAIL
4. at the prompt, enter your security code
*For customers who are not on a calling plan with unlimited local
calling, calls to Voice Mail are treated as local calls for billing
purposes. Calls made to access your voice mailbox from outside
your local calling area will incur applicable toll and/or long
distance charges.
Customer Care 1.877.208.5111
18
ACCESS NUMBERS
Central Michigan
Southeast Wisconsin
Holt
Jackson
Lansing
Madison
Stoughton
Middleton
Beloit
Janesville
Kenosha
Milwaukee 1
Milwaukee 2
Menomonee
Pewaukee
Parkside
Racine
Waukesha
(517) 268.1234
(517) 990.1234
(517) 853.1234
Southeast Michigan
Ann Arbor
Detroit
Farmington
Livonia
Northville
Plymouth
Romulus
Wayne
Ypsilanti
(734)
(313)
(248)
(734)
(248)
(734)
(734)
(734)
(734)
929.1234
817.1234
919.1234
838.1234
912.1234
927.1234
893.1234
710.1234
961.1234
West Michigan
Battle Creek
Dutton
Grand Rapids
Grand Haven
Hudsonville
Holland
Kalamazoo
Zeeland
(269)
(616)
(616)
(616)
(616)
(616)
(269)
(616)
788.1234
301.1234
301.1234
935.1234
301.1234
796.1234
492.1234
931.1234
Fox Valley Wisconsin
Appleton
De Pere
Fond Du Lac
Green Bay
Oshkosh
Neenah
19
(920)
(920)
(920)
(920)
(920)
(920)
882.1234
884.1234
322.1234
884.1234
651.1234
882.1234
(608)
(608)
(608)
(608)
(608)
(262)
(414)
(262)
(262)
(262)
(262)
(262)
(262)
663.1234
663.1234
663.1234
313.1234
314.1234
925.1234
727.1234
754.1234
345.1234
522.1234
883.1234
898.1234
522.1234
Northern Illinois
Deerfield
(847)
Grays Lake
(847)
Half Day
(847)
Highland Park (847)
Libertyville
(847)
Lake Forest
(847)
Mundelein
(847)
Northbrook (847)
Waukegan
(847)
Wheeling
(847)
Rockford
(815)
South Beloit (815)
996.1234
996.1234
996.1234
996.1234
996.1234
996.1234
996.1234
996.1234
996.1234
996.1234
316.1234
525.1234
please note:
• Your Voice Mail local access
number is seven digits. You
can also access your Voice
Mail from a long distance
location by first dialing 1+
your area code.
• Area codes are listed
for your reference.
changing the security code
To protect you against unauthorized use, once your security code
is changed from the default code, no one will be able to log into
your mailbox but you. Codes should be four to seven digits and
easy for you to remember, but hard for others to figure out.
from the main menu, press
change your security code
enter a four to seven digit code, followed by
reviewing messages
from the main menu, press
at any time during message playback you have the following options:
Customer Care 1.877.208.5111
VOICE MAIL
delete the message
keep the message
keep the message new
replay the message
additional message options
pause a message
back up 5 seconds
skip forward 5 seconds
recover deleted messages
play previous message
play new message
play saved messages
play messages in prep
play message summary
enable/disable time stamp
replay with date stamp
change playback order
exit the system
20
ANSWERBOX VOICE MAIL
personal greeting/name
Greet your callers with your own personal message, and have
your name tagged when you send, reply or redirect messages.
Your recorded name also acts as a confirmation when someone
else is sending you a message or adding you to a broadcast list.
from the main menu, press
access greetings menu
listen to greeting
record a greeting
delete a greeting
access name options
listen to name
record a name
delete a name
additional options
return to the previous menu
21
message options
Available options are dependent on the type of TDS Metrocom
Voice Mail package you are utilizing. Contact TDS Metrocom at
1.877.METROCOM for details.
options provided to individuals after they leave a message:
VOICE MAIL
enter a callback number
add to message
delete message
listen to message
special delivery options
confidential
future delivery
urgent
send message
cancel options
exit the system
send message
Customer Care 1.877.208.5111
22
B0016-0706 Business Welcome